NCTracks Testers Find a Lot to Like

Raleigh, N.C. - At the request of the N.C. Department of Health and Human Services, healthcare professional associations asked their members to help test the new NCTracks reimbursement system and assist DHHS to resolve problems before go-live on July 1.

Approximately 220 physician practices, hospitals, pharmacies, dentists, health departments, home health and personal care agencies participated in user testing between February and May. Through testing, the providers learned what to expect with claims payment by comparing the old with the new. The user testing period also provided DHHS and the NCTracks vendor, CSC, the opportunity to validate the system design and correct issues before the system goes live.

Lindsay Hunt, manager at the practice management firm ProActive Health Care in Bryson City, prefers the practically paperless NCTracks. At least 57 paper forms have moved online, and Hunt is delighted. "I want to get out of mailing with a stamp," he said. "And I like that we will know everything in real time. Many people are not as quick to learn, and some don't want to learn something new." Hunt said he found NCTracks to be straightforward, an easy to look at screen, and easy to follow along."

Jane Honeycutt, analyst with Daymark Recovery Service in Concord, saw the potential of NCTracks at training. "I went to training and came back excited," she said. "It will be great to be able to complete batch as well as individual claims submissions on one website, make corrections to individual claims and resend almost immediately. The elimination of the paper forms for applications and provider changes is a real plus. I've seen enough to know that it can work. Replacement, changes and upgrades to software systems has always been a challenge in itself, but with the right programmers and developers, it can be successful."

Penny Reeves, office manager at Reeves Eye Clinic in Charlotte, said the Call Center helped her get started in the NCTracks user test and promptly answered all her questions. Her claims compared favorably with the legacy system. Her advice to providers is to be patient and try the online courses and webinars. "Any time you upgrade with a cell phone or anything else, it takes time to get used to it," she said.

Jennifer Nieman, manager of Surf Pediatrics and Medicine in Nags Head, said NCTracks was an improvement because it tells providers the status of each claim submitted. "If all goes as planned, and I've got my fingers crossed, I thought it was really good," she said. She believes she is ready and that there have been enough emails and letters letting everyone know what is happening.

Ike Vlahos, the owner of Jonestown Pharmacy in Winston-Salem, said he learned through user testing that reimbursements are on target, and that's what counts. "As long as we keep getting our money, we will adjust (to the differences)," he said.

NCTracks replaces the state's 35-year-old Medicaid Management Information System with the nation's first Medicaid-based multi-payer system. When it goes live, NCTracks will process 88 million claims per year for more than 70,000 healthcare providers, amounting to $12 billion to provide critical services to more than 1.5 million Medicaid beneficiaries.

For more information about NCTracks, including training opportunities, go to www.nctracks.nc.gov.